Silvia Kern

• Led global CX and digital transformation program • Led implementation of Zoho One (ERP/BOOKS/ORDERS/CRM/BI), consolidating fragmented systems into a unified platform • Reduced order-to-shipment cycle time by 70% through automation and workflow redesign • Improved onboarding processes, reducing training costs by 20% • Built executive dashboards and reporting frameworks for operational and CX performance • Identified root causes of case-handling dissatisfaction and improved cross-team collaboration

• Rolled out global NPS and CSAT programs across six international sites • Increased NPS by 15 points and CSAT by 5–10% • Established closed-loop feedback and CX governance processes • Presented CX performance and improvement plans to corporate leadership • Led CRM governance for Microsoft Dynamics AX

Implementation of Customer Experience Program • Defined the customer journey and implemented external and internal transactional surveys. • Analyzed and presented survey results to management team, driving change actions resulting from the survey. • Implemented further customer satisfaction measurement programs, including C-SAT & NPS (Net Promoter System). • Strategic initiatives on Customer Satisfaction following technical encounters and related team training initiatives stemming from the findings.